Why we don't answer emails personally any longer

They have just become too abusive and rude.   Nobody wants to do it.   I finally found someone that would read them and direct customers to answer, but if there is abusive language or hatred, we block you.   

We have customers that order Sunday and we receive a rant on Monday filled with abusive language asking why the order hasn't shipped yet.   The emails themselves we can handle, we have found that any engagement can result in an even worse reply.   Even when you give customers what they want, it still becomes aggressive.

We are just completely done with it.